Are you seeing any error in your PHP error log?

@RickxZen

Do you have a .txt file containing the full raw email (including headers) for us to test with? All emails we test are working just fine. (Gmail, Outlook, Office365, YaHoo, etc.)

Cheers.

@RickxZen

Sorry for the late reply, been busy here. You posted the headers but not the raw content, this is the other half of the email data. We need this for testing; you can send a test email to that address, let it redirect/fetch, and if it does the same thing send us the raw headers and body of this that way it's nothing confidential. Once we get the data we can do some testing on our side and try to replicate, etc.

Some Questions:

• What mail provider(s) are you using (for both email addresses) and how is the mail "redirected"? Are you using a forwarding rule, if so, how is it configured?
• Does email sent directly to "support@sensorcentrale.nl" get fetched properly (ie. is it only mail redirected to the address that messes up) or is all mail from that address messing up (regardless of being redirected)?

Cheers.

fallingrock

I just noticed something in the log that might be relevant ...

API Unexpected Data
thread_entry_recipients: Unexpected data received in API request

KevinTheJedi Seems to be still happening.

I applied the modifications referenced in ticket 4777.

Any chance the email "TO" address might be a factor?

I recently migrated from in house servers to cloud servers ... and the support email address changed.

I set up a forward from the old address to the new address, but it ends up not being the same.

The old address was something like: support@example.com

The new address is similar to support@support.example.com

Sometimes, when a support question is directed to me personally, I use a t-bird plug-in that to redirect the message to the support address.

As a result, the message would be delivered to the support address (via automail.pl) but addressed to something other than the actual support email.

david

@fallingrock

I doubt it but maybe?

It's just extremely weird that another forum user has issues with empty bodies until he switched to fetching (from piping) and now it's all good. For you guys it's quite the opposite. Fetching works for all providers in my testing so I'm not sure what the difference is between your setup and mine. Any additional information will be helpful.

Cheers.

Is anything new about this issue ? We have similar problems with emails fetching and empty body.

osTicket Version v1.12 (a076918) — Up to date
Web Server Software Apache/2.4.25 (Debian)
MySQL Version 10.3.15
PHP Version 7.1.27-1+0_{20190307202204.14+stretch}1.gbp7163d5
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Setting default timezone is highly recommended
Database Information and Usage
Schema osticket (localhost)
Schema Signature 00c949a623b82848baaf3480b51307e3
Space Used 107.88 MiB
Space for Attachments 85.52 MiB
Timezone CEST (Interpreted as Europe/Berlin)

We are also facing the issue with empty body when fetching emails from Exchange via iMap unless they are plain text emails which the majority of email are not. We have tested every solution suggestion we have found here without success.

Server Information from out test server (we are yet to put it into production):
osTicket Version v1.12.2 (a5d898b) — Up to date
Web Server Software nginx/1.14.2
MySQL Version 5.7.27
PHP Version 7.2.18
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone UTC
Database Information and Usage
Schema osticket (mysql)
Schema Signature 00c949a623b82848baaf3480b51307e3
Space Used 2.94 MiB
Space for Attachments 0.03 MiB
Timezone UTC

MagnusS We have the same issue. Work for Gmail but not outlook mail

I have been setting up osticket for the first time and ran into the empty body issue as well using imap fetch + exchange.

I tried all the different fixes but the following changed worked for me, on the exchange mailbox with imap enabled go into properties of imap under mailbox features and uncheck "use protocol default" and switch the drop down to HTML and alternative text. After making this change emailed tickets work perfectly.

Hope this helps

kylep84
I have the same problem.. have you found a solution? I found the github issue here that seems to provide some more details: https://github.com/osTicket/osTicket/issues/3884

I do have the same problem here. It seems to happen with certain HTML e-mail content.

Any solution?